Linking Knowledge Article to Request

[Shrey Khurana1]

I am trying to link the knowledge article to my Request but as soon as I attach the knowledge article to my Request, so instead of showing the article content in description box, it is showing the article HTML code.

Can someone please help me with this.

[-O-]

What would be the method used to attach the article?

[Shrey Khurana1]

I followed the below steps:

Go to Request --> Click on Search Knowledge (in Short Description) --> Select the knowledge Article --> Click on Attach to Request --> Then, the the content should get copy to description ideally (but HTML code is getting populated in description.)

[-O-]

As far as I can tell, one solution would be to set property glide.ui.security.allow_codetag to false. This will make only the article's Short description to be added. Another option would be to customize Script Include global.KnowledgeAjax by overwriting function kbAttachArticleImpl inherited form global.KnowledgeAjaxSNC; in that case you can basically do whatever you want. However only given the complicated nature of turning HTML into plain text, I'd stick with just attaching Short description.

However do note that the property also controls the availability of the [code] tag and thus HTML formatting in Journal fields (Addition comments and Work notes on Task among other things). That could potentially even influence how comments ar dispatched in notifications. I suppose you could trick the system and have your cake and it it too by setting the property value to 1 instead of false. In that case, thanks to the utter inconsistency with which SN writes their code, the knowledge attachment solution will interpret that value as not equal to 'true', while the form generator will keep interpreting it as true. Thus formatting in comments will still work and at the same time only the Short description will be added to the Description field.